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Call Center Operations Manager Jobs in North Adams, MA

Berkshire Bank

Call Center Supervisor

Pittsfield, MA · On-site

$20.50 - $32.12/hr

Call Center Manager Status: Non-Exempt Grade: 7 Pay Range: $20.50 - $32.12 Actual compensation ... Technically proficient in operations & procedures * Attention to detail Beacon Bank is an Equal ...

Berkshire Bank

Call Center Representative

Pittsfield, MA · On-site

$20 - $28.90/hr

Call Center Reports to: Customer Support Manager Status: Non-Exempt Grade: 6 Pay Range: $20.00 ... 28.90 Actual compensation within the pay range will be determined based on factors including, but ...

Berkshire Bank

Call Center Representative

Pittsfield, MA · On-site

$20 - $28.90/hr

Call Center Reports to: Customer Support Manager Status: Non-Exempt Grade: 6 Pay Range: $20.00 ... 28.90 Actual compensation within the pay range will be determined based on factors including, but ...

Unisys

Data Center Smart Hands Engineer

Rensselaer, NY · On-site

Position Summary The Data Center Smart Hands Engineer provides onsite technical support for data ... Strong organizational and time-management skills * Commitment to operational excellence and service ...

Unisys

Data Center Smart Hands Engineer

Rensselaer, NY · On-site

$70 - $100/hr

Position Summary The Data Center Smart Hands Engineer provides onsite technical support for data ... Strong organizational and time-management skills * Commitment to operational excellence and service ...

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Call Center Operations Manager information

See North Adams, MA salary details

$29.6K

$69.3K

$127.5K

How much do call center operations manager jobs pay per year?

As of Sep 4, 2026, the average yearly pay for call center operations manager in North Adams, MA is $69,323.00, according to ZipRecruiter salary data. Most workers in this role earn between $49,400.00 and $85,600.00 per year, depending on experience, location, and employer.

What does a call center operations manager do?

A Call Center Operations Manager oversees the daily operations of a call center to ensure high performance and customer satisfaction. They manage staff, implement policies, monitor key metrics, and work to improve efficiency and service quality. Their responsibilities include training employees, handling escalated issues, and ensuring compliance with company standards. Ultimately, they play a crucial role in achieving organizational goals by optimizing call center processes.

What are the key skills and qualifications needed to thrive as a call center operations manager?

To thrive as a Call Center Operations Manager, you need strong leadership, analytical, and process optimization skills, often backed by a degree in business or management and relevant call center experience. Familiarity with workforce management software, CRM systems, and quality assurance tools is typically required. Exceptional communication, conflict resolution, and motivational abilities help drive team performance and maintain staff engagement. These qualities are essential for ensuring operational efficiency, high customer satisfaction, and the achievement of organizational targets.

What are some common challenges faced by call center operations managers, and how can they be addressed?

Call Center Operations Managers often face challenges such as high employee turnover, maintaining consistent service quality, and adapting to fluctuating call volumes. To address these, it's important to focus on robust training programs, establish clear performance metrics, and foster a positive team culture. Leveraging technology for real-time monitoring and workforce management can also help streamline operations and improve both agent and customer satisfaction. Proactive communication with team members and continuous process improvement are key strategies for success in this role.

What is the difference between Call Center Operations Manager vs Call Center Supervisor?

AspectCall Center Operations ManagerCall Center Supervisor
ResponsibilitiesOversees overall call center operations, strategic planning, and team managementManages daily team activities, monitors performance, and handles escalations
Required CredentialsBachelor's degree, experience in call center management, leadership skillsHigh school diploma or equivalent, experience in customer service, team supervision
Work EnvironmentOffice-based, strategic meetings, cross-department collaborationOffice or call center floor, direct team supervision
Industry UsageCommon in large call centers, BPOs, and corporate customer serviceFound in smaller call centers, retail, and service industries

The Call Center Operations Manager focuses on strategic oversight and overall performance, while the Call Center Supervisor handles daily team management and immediate customer service issues. Both roles are essential but differ in scope and responsibilities.

What job categories do people searching Call Center Operations Manager jobs in North Adams, MA look for?

The top searched job categories for Call Center Operations Manager jobs in North Adams, MA are:

What cities near North Adams, MA are hiring for Call Center Operations Manager jobs?

Cities near North Adams, MA with the most Call Center Operations Manager job openings:

Call Center Operations Manager jobs near you
Infographic showing various Call Center Operations Manager job openings in North Adams, MA as of August 2026, with employment types broken down into 80% Full Time, 19% Part Time, and 1% Contract. Highlights an 93% Physical, 2% Hybrid, and 5% Remote job distribution, with an average salary of $69,323 per year, or $33.3 per hour.

Call Center Supervisor

Berkshire Bank

Pittsfield, MA • On-site

$20.50 - $32.12/hr

Full-time

Re-posted 7 days ago

Berkshire Bank rating

6.7

Company rating: 6.7 out of 10

Based on 17 frontline employees who took The Breakroom Quiz

137th of 174 rated banks

Job description

Division: Beacon Bank & Trust
Department: Call Center
Reports to: Call Center Manager
Status: Non-Exempt
Grade: 7
Pay Range: $20.50 - $32.12
Actual compensation within the pay range will be determined based on factors including, but not limited to, skills, prior relevant experience, and specific work location.
Location: Pittsfield, MA or Willimantic, CT
Purpose/Objective:
Provides oversight and direction of daily work activities to a designated team of Customer Support Specialist to ensure quality performance and responses to customer inquiries, effective problem resolution, expansion of customer relationships and achieving both individual and team goals.
Key Accountabilities:
  • Responds to incoming calls from both internal and external customers. Ensures excellent customer service by responding to general account inquiries, deposit and loan rate requests, information about products and services, Internet Banking and ATM or Debit Card issues. Performs PIN resets, Internet banking and e-statement set up and check order requests. Responds to Web Support inquiries, files EFT complaints for customers reporting unauthorized electronic activity on accounts. Follows through with all customer issues and provides ongoing assistance as needed. Performs research to resolve issues; educates customer and promotes Berkshire Banks' products and services. Identifies and offers new opportunities and solutions to meet customers' needs. Identifies customers' needs and offers new opportunities to customers to meet established goals. Actively supports and participates in the continued development of sales environment within the call center. 40%
  • Oversees daily activity of designated Customer Support team. Handles complex calls and decision making. Assists with the development and coaching of team to identify and offer new opportunities to customers, develop, and expand customer relationships and to handle more complex sales and service issues; assists with monitoring call center sales and referral program. Maintains up to date knowledge of industry, products, and services to continually improve performance and efficiencies. Assists with the development, implementation, enhancement and support of call center strategies, initiatives, and growth. Maintains comprehensive knowledge of policies, procedures, products, services and related state and federal regulations. 30%
  • Participates in designated Customer Support Specialist team member performance management and resolve routine personnel issues. Works with Customer Support Manager to monitor department goals and objectives. May work with Customer Support trainers to administer the Customer Support onboarding process to ensure consistent delivery and to train designated team members to ensure a seamlessly integrated product/referral opportunity with each customer opportunity. May performs call monitoring and coaching and provide feedback to ensure the team is highly skilled and motivated and exemplifies Be First behaviors and values. Commits to achieving performance standards in individual as well as team performance; compiles necessary data and reports to track and improve Customer Support activity. Participates in the interview process and provides input for hiring decisions. 15%
  • Participates in special projects and support teams by providing ad hoc information and reporting. Identifies areas for process improvement and coaching opportunities. Provides input to Customer Support Manager to continually improve Call Center level of service, knowledge and the services provided to become a full-service, omni-channel contact center. Represents bank in appropriate community organizations. 15%
  • Ensures compliance with all banking laws, rules, regulations, and prescribed policies/practices/procedures necessary to reduce risk and uphold ethical standards related to and required by one's duties.

Education:
  • Associates Degree preferred, or equivalent work experience

Experience:
  • Minimum 2 years' banking experience
  • Minimum 1-year Call Center experience
  • Minimum 6-12 months in Berkshire Bank Call Center
  • Experience with working in and supervising teams in a remote environment. Flexible work schedule expectation support staff onsite as needed.

Skills & Knowledge:
  • Customer service/sales skills
  • Problem solving ability
  • Strong verbal and written communication skills
  • Ability to handle multiple tasks
  • Technically proficient in operations & procedures
  • Attention to detail

Beacon Bank is an Equal Opportunity Employer - all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin. If you would like to contact us regarding the accessibility of our website, need assistance completing the application process, or would like to request alternative methods of applying, please contact us at hr@berkshirebank.com.

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